Collaboratory
The Collaboratory is our Social Business collaborative lab where we engage and explore an ongoing discussion, share thoughts, opinions, and ideas on Social Business.
Facebook and Twitter are Shadow Customer Support
Blog PostAs Social Business matures to business as usual, social media strategies and tactics must move beyond listening and unstructured engagement.
Connectedness and Customer Service
Blog PostWhile social technology can automate and innovate many processes, I believe it is the human behind the technology that makes best-in-class customer service. To that end, connectedness is a quality I would recommend preserving and nurturing at the front lines. I explain this recommendation with a personal customer service story from Austin, Texas.
Should customers be in control?
Blog PostAs social media evolves, I've been wondering if the adages we all know still apply; for example, "customers are in control." But should they be?
